Technical Support Engineer L2

4 weeks ago


Bengaluru, Karnataka, India Tintri Full time

Job Title: L2 Support Engineer - Tintri Team

Job Summary:

Tintri builds innovative storage solutions that empower customers to unlock the agility of public cloud. As a Technical Support Engineer L2, you will play a critical role in delivering exceptional customer experiences by resolving complex technical issues and providing expert-level support. If you have a passion for technology, enjoy working in a fast-paced environment, and are committed to excellence, we encourage you to apply.

Responsibilities:

  • Provide advanced technical support for complex system-level issues, utilizing standard operating and diagnostic protocols.
  • Effectively communicate procedural and technical issues to internal and external customers, maintaining a closed-loop communication style.
  • Identify and provide resolutions to a diverse range of complex technical problems, mentoring others in providing validated technical information and support process instructions.
  • Contribute to a centralized problem identification and resolution database, recommending and utilizing a wide variety of test equipment, diagnostic tools, and techniques.
  • Develop and implement resolutions to identified problems, following standard practices and procedures.
  • Monitor and track all service calls, providing call status updates at regular intervals and communicating status to customers using Call Tracking Databases.

Requirements:

  • 5-year proven experience in technical support or system administration with a strong focus on VMware, Hyper-V, networking, Linux, and storage technologies.
  • Microsoft Hyper-V, MCS, and/or VMware VCP certification or equivalent Hypervisor administration work experience.
  • Proficiency in troubleshooting complex technical issues and providing effective solutions.
  • Strong knowledge of virtualization technologies, networking protocols, Linux operating systems, and storage concepts.
  • Experience on performance-related issues and network optimization.
  • Good understanding of cloud computing and cloud-based services.
  • Excellent communication and interpersonal skills to interact with customers, partners, and cross-functional teams effectively.
  • Ability to work independently and collaboratively in a fast-paced support environment.
  • Ability to work in a 24X7X365 organization, including weekends and holidays.
  • Fluency in English is required.
  • Bachelor's degree in Computer Science, Information Technology, or a related field.

Preferred Qualifications:

  • Python and PowerShell scripting experience.
  • Experience with Wireshark and packet-level analysis.
  • SQL database or other database knowledge.
  • Industry certifications like VMware Certified Professional (VCP), CCNA, AWS, Microsoft Certified Solutions Associate (MCSA), or equivalent.


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